Job Information
About the Position
Introduction
Werfen is a growing, family-owned, innovative company founded in 1966 in Barcelona, Spain. We are a worldwide leader in specialized diagnostics in the areas of Hemostasis, Acute Care Diagnostics, Transfusion, Autoimmunity, and Transplant. Through our Original Equipment Manufacturing (OEM) business line, we research, develop, and manufacture customized assays and biomaterials. We operate directly in 30 countries, and in more than 100 territories through distributors. Our Headquarters and Technology Centers are located in the US and Europe, and our workforce is more than 7,000 strong.
Overview
Responsible for instrument, reagents and middleware application configuration, training of the customers and application troubleshooting. Takes the lead in the implementation of the project at the customer and, if needed, it’s project management. This role is aimed at optimizing customers' application needs, making sure instrument performance is at the
best level. Collecting market info and data related to reagents and analyzers and updating this information in the CRM.
Clinical knowledge and interpretation are part of the role of an Application Specialist, however communication on it towards customers is outside of the scope.
Responsibilities
Key Accountabilities
Configuration & Installation
Will take the lead/coordination for the technical installation in collaboration with the service department and is responsible for the configuration of the instruments.
Will take the lead/coordination for the ICT implementation in collaboration with Digital Solutions team and is responsible for connecting instruments to the Middleware and configuration of the Middleware.
Acts as the SPOC - aligning with the customer and the internal project team.
Is responsible to update/install the latest software versions - patches on instruments (remotely or on site). This excludes CM (Computing Module) software updates and middleware updates.
Leads, follows up and respects the timing of the implementation of a project, supports logistics and planning regarding instrument- demo's, evaluations and installations as planned in the project management tool and Statement of Work (SOW). Actively
contributes to the project and its success.
Participates in the validation of new installations, supporting the customer plan for entering in clinical routine.
Training
Ensures user's training related to application. This includes operational training on the utilization of the analyzers and results of reagents, QC's, calibrators, and other consumables. Actively make sure to be aware of the latest developments and follow the annual training plan / corporate trainings.
Will achieve and maintain a high level of competency in application knowledge and of positioning of Werfen products, solutions, and services. Strives to achieve a good level of competency regarding competitive systems.
Support & Troubleshooting
Ensure support to customers in all business units (BU) related to level 1 troubleshooting on IT-Digital Solutions and Service in the designated area.
For IT – Digital solutions: The application specialist is the first level of support for the customer related to Data Management Solutions, excluding connectivity software ie. Synapselink, ILCom etc..
Reporting
Reports in a timely matter all application activities in SAP by using the electronic Client
Relationship Management (CRM) tool Fiori:
For instrument related interventions, a ticket is created. Any follow-up is documented in an action report.
Makes sure software versions of instruments and middleware are up to date in CRM Fiori.
Accountable for correct and updated information about the application intervention report, opportunities, contacts, install base of Werfen and competitors in the CRM tool Fiori.
Keeps Outlook agenda permanently up to date and shares the agenda with relevant people.
Makes sure complaints he/she is aware of are reported correctly and timely following the
QA/RA complaint handling procedure.
Others
Performs site visits with the Account Manager in sales conversations/presentations and/or technical conversations for application knowledge support.
Prepares the customer visit. If involvement of a team is necessary, informs with the full scope and planning in the outlook invite on beforehand so the team can anticipate the time needed to spend.
Analyzes existing, anticipated customer requirements and new opportunities. Promotes consideration and purchase of company products and services.
Being the eyes and the ears in the field. Recognizes challenges, opportunities and needs in the field and takes the initiative to develop supporting pieces to address them accordingly.
Supports the Marketing & Product Manager on logistics and planning regarding devices, reagents, QC's validations, and evaluations at customer site or in Breda.
Participates in local- and international projects, congresses, and marketing initiatives.
Internal Networking
- Maintains a great network of valuable customers. Builds strong internal relationships between the different teams in Benelux. Maintains regular communications with our staff on any problem or advantage related to our portfolio or related to our competitors. In a consultative manner, serves as a subject matter specialist; actively soliciting, gathering, and distributing industry information throughout the organization. Serves as a resource to others within the organization. May be included in corporate projects/initiatives.
Qualifications
Minimum Knowledge & Experience required for the position
Degree/studies
At least five years of relevant working experience
Years of experience
Bachelor's degree in relevant technical discipline.
Min knowledge
Completed MLT or equivalent lab- or technical education.
Understands customer dynamics (their processes, value chain ...).
Understands the IVD market.
Competitor products, solutions, and services.
Company products, solutions, and services.
SAP & other corporate tools.
Skills & Capabilities
- Customer service skills
- Quick learner.
- Problem-solving. Prioritization:
- Customer focus (internal & external).
- Relationship and network building.
- Flexibility and proactivity in a fast-changing environment.
- Self-empowerment.
- IT – Digital Solutions skills.
- Excellent time-management and a commitment to complete tasks in a timely manner, especially documentation like quotations.
Travel Requirements
Expectations of minimum 80% at customer depending on requirements.
If you are interested in constantly learning and being challenged on a daily basis, we encourage you to submit your resume or CV.
Werfen appreciates and values diversity. We are an Equal Opportunity/Affirmative Action Employer M/F/D/V.
www.werfen.com